Determinants of Customer Satisfaction in Islamic Banks of Pakistan

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Islamic banking in Pakistan experienced a remarkable development and increasingly challenging pace over the past decade. The primary purpose of conducting this research work was to examine the major determinants that may influence the satisfaction level of Pakistani customer's in the Islamic banking. Service quality, product quality and awareness level was used to measure the impact on customer satisfaction in Islamic banking of Pakistan. The research study also figured out why consumers prefer Islamic banking over conventional banking system. The study made use of a questionnaire, filled by 116 customers of Islamic banks in full by random sampling. Descriptive statistics, one sample t-test and factor analysis were employed to achieve the objectives of the study. The findings of the research study suggested that product quality and service quality found to be positively and significantly impact the satisfaction level of the Islamic banking customers. The study also showed that majority of the consumers were aware of banking products and services being offered by the Islamic banks, but have no in depth understanding about the differentiation between Islamic and conventional banks.